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  • 7 days ago, I booked a one night stay at the Homewood Suites Ayrsley for Saturday, February 27th. One hour later, I had a change in plans and attempted to cancel my reservation. The typical Hilton cancellation policy is 24 hours and, being a loyal Hilton Honors member for many years, I've never encountered anything different. However, apparently the cancellation policy for the CIAA tournament (an event that I am not in town for) is 14 days. I won't mention the questionable hotel policies surrounding this event, you just need to open up a Charlotte Observer for that. So, even though I was 10 days out and had made a reservation one hour earlier, I was told via email that there was nothing they could do. So, I filed a corporate complaint with Hilton Guest Assistance. Hilton filed the complaint and I was told the property had 72 business hours to contact me. They did not. Not a phone call or email from the property. All I received was the below apology email from Hilton corporate saying the hotel had not done what they were supposed to do. The hotel is now sold out for that date, confirming that they easily could have made a Hilton Honors member happy and cancelled my stay. I currently have several upcoming stays with Hilton since I travel for work and will be switching my business to Marriott. If a corporate complaint is filed and the hotel cannot do me the decency of responding with three business days, that is not a business I'd like to remain loyal to. If you stay at this hotel and have a problem, don't bank on management assisting you.
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